TINE HOW ALIGNMENT IMPROVES EFFICIENCY THE CHALLENGE The CFO and the head of business analysis in the major Norwegian dairy company TINE were not fully satisfied with the internal customer relationship. Overall, planning, reporting and business review processes were considered fair, however, there were without doubt untapped potentials and room for improvement. As a result, Valcon was asked to help analyse TINE’s business controlling competences and to draft a plan that would transform TINE’s business controlling department from being “a reactive service partner” to become “a proactive business partner”. The business controlling department was to change from simply reporting figures to be an active partner engaging in dialogue and supporting customers with activities enhancing their business. THE SOLUTION First, internal customers and key persons within business controlling were interviewed to form basis for a gap analysis. This analysis outlined the gaps between customer expectations and actual services delivered. During the interviews, customers were challenged on how they engaged the finance organisation and they were asked to specify perceptions in detail in order to justify their needs and expectations. Subsequently, the gap analysis was used as basis for creating a “potential scorecard”. This scorecard indicates for each key area where the controlling function ought to focus its efforts in order to improve the perceived value of the controlling services. Key areas were defined as core service, the controllers’ individual competences in everyday co-operation, overall awareness of service within controlling, and X factors indicating whether any gaps could be explained by other factors. In order to engage all employees in business controlling, potentials were presented and workshops were initiated to improve matters. The workshops focussed on identifying services that had wow factor for internal customers. In addition, they aimed at channelling all efforts into value creating activities to unleash the employees’ full potential and to eliminate non-value creating time-consumers. ABOUT TINE TINE is a Norwegian dairy business that dates more than 130 years back. TINE carries out dairy production and distribution as well as other business in Norway and internationally. In 2011, TINE had a turnover of NOK 19.5 billion, 5,500 employees and more than 30 factories. TINE mainly sells its products in Norway, but the group is also growing internationally. TINE is represented throughout Norway, with its main offices located in Oslo. Most of TINE’s international activities take place in the USA, Canada, Australia, Sweden, Denmark, and Great Britain. TESTIMONIALS ”Valcon has in a very impressive fashion successfully resolved the need for uncovering the department’s improvement potential while also creating a positive process in which each individual employee has been actively involved”, says Johannes Krogvig, head of business controlling ”Valcon impressed me. They are highly knowledgeable, structured, and very good at getting the organisation involved, but most importantly of all they have passion: They are clearly very enthusiastic about their work and about creating change. The work they have carried out has moved my business’ controlling department forward, and I have already engaged Valcon’s services for another assignment where we will make further improvements”, says Jørn Spakrud, CFO
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